Score AI

Vrishika manages Quality and Training for 22 support agents at Hopscotch.  By herself. Her words: "I could only audit 2–3% of calls." Think about that for a second. This is one of India's biggest kids' fashion brands. Thousands of customer conversations every day. Parents asking about fabric safety, sizing, returns,etc. And she could monitor quality in only 2-3% of it. Because manual QA simply doesn't scale. One person cannot listen to hundreds of calls a day. She'd start every morning listening to calls, then build separate sheets for each agent, then ping them individually with feedback. Every. Single. Day. And this is not a one-off problem. That's what most companies call "quality assurance." Anyway. She's now at 100% audit coverage. Monitoring quality on every call. Every agent. From One dashboard. The part that stuck with me? She said agents are now self-learning. And they love the daily AI Summary that Score AI sends to every agent.  It a quick overview of their performance, which gives them bite-sized, actionable steps for improvement before they start their day- daily. Helps turn data from quality audits into improvement with no additional effort. One person. 22 agents. 2% → 100% QA coverage. Daily feedback to every agent.

“They’ll get better with time.” That’s something we say a lot in support. But time isn’t practice. And live customers shouldn’t be the training ground. We originally built AI Customer Roleplays for voice calls. A safe space for agents to practice tough conversations before getting on the phone. Then customers started asking: “Can we do this for chat too?” So we got to it- AI Customer Chat Simulations. The idea is simple: Give agents a realistic, back-and-forth chat experience where they can practice before it counts. Be confident from day 1. Customer are using it for: - Agents with low QA scores in specific areas (like de-escalation or policy explanation) - New hires who need reps before handling real tickets - Teams adapting to new support processes - New product launches where confidence matters from day one Instead of learning through live mistakes, agents get structured, targeted practice. What’s been most interesting isn’t just performance improvement, it’s confidence. When agents have rehearsed the hard scenarios, they show up differently in real conversations.

This is what drives us!! We want to be the partner that knows there’s a problem before customers do. Hearing this from our customer is a reminder of that "We haven't had any partners so far who's been really proactive in asking questions and solving issues" That’s the goal. To not just answer tickets, but to: - Ask the annoying questions that prevent bugs. - Solve for the root cause, not just feature request. - Move faster than the speed of a typical enterprise. Software is getting easier to build. Trust is getting harder to earn. Huge thanks to our customers for pushing us to be better every day.

Customer love ❤️ "Score AI isn't just improving QA. It's changing how we think about quality." — Loidy Ordonez, CS Operations Manager @ Mad Paws Here's what she means: Most CX teams are stuck reviewing 3-5% of tickets. The other 95%? Invisible. Patterns missed. Loidy told me they were at 3%. Because manual audits don't scale. It never did. Now they see 100%. Emails, Chats, Calls. Not to audit more. To finally see everything. The QAs and managers got their time back. And they used it to actually coach. Instead of grading random tickets, they're spotting patterns across thousands of conversations. They're showing up to meetings with data no one can argue with. That's the shift Loidy's talking about. Not "better QA." A complete mindset change about what quality even means. Loidy said something that stuck with me: "Going back to manual QA feels very outdated now." Not "worse." Not "harder." Outdated. Like faxing a document. Like hailing a cab on the street. That's the AI shift happening in CX right now. It's whether you'll lead it at your company or explain why you didn't.

𝗧𝗵𝗲 𝗺𝗼𝘀𝘁-𝘂𝘀𝗲𝗱 𝗽𝗿𝗼𝗺𝗽𝘁 𝗳𝗿𝗼𝗺 𝗼𝘂𝗿 𝗖𝗫 𝗔𝗜 𝗣𝗿𝗼𝗺𝗽𝘁 𝗟𝗶𝗯𝗿𝗮𝗿𝘆? Creating Customer Success Stories from raw reviews- instantly!! No writers. No marketing team. Just copy → paste. You’ve got the raw material: → A glowing review → A happy customer Here’s what this AI prompt helps you do: ✅ Follow a clear problem-solution-results structure ✅ Emphasize real, measurable outcomes ✅ Use the authentic voice of your customer ✅ Add relevant context to make it believable ✅ Match the tone of your industry In short: You’re not just rewriting the feedback. You’re crafting a mini case study — in minutes. And it doesn’t sound boring or generic. It works across industries. It works in minutes. 👇 Check out one of the results for The Souled Store P.S. Want to download the full AI Prompt Library for CX Teams (PDF)? Link's in the comments. ♻️ Share this for your CX, marketing & success friends. They’ll thank you! #CX #CustomerExperience #AIinCX #AIPrompts #CustomerSuccess